Manager, Client Success

Are you a people-first IT leader who knows how to turn great teams into great client outcomes? Do you thrive at the intersection of people leadership, client relationships, service excellence, and business performance?

We are looking for a dynamic and results-driven Manager, Client Success for our Edmonton branch! You'll have meaningful ownership of a portfolio of clients, the people who support them, and the business results that come with it. You'll lead teams, strengthen executive and operational client relationships, drive service excellence, manage financial performance, and help identify opportunities to grow and deepen our partnerships.

Success in this role means creating an environment where our people grow, our clients succeed, and our business performs.

A Day in the Life:

• Build trusted relationships with client business, technology, and executive stakeholders, understanding their challenges, desired outcomes, constraints, and measures of success

• Provide visible client leadership by establishing clear expectations, commitments, governance, communication cadence, decision rights, and success criteria.Incorporate client context into discovery, solution validation, scope, pricing, resourcing, and delivery-readiness decisions to ensure successful outcomes

• Partner with Sales, Architecture, Practice, Project Management, and Delivery teams to validate solution fit, delivery feasibility, and project success

• Review and validate Statements of Work, estimates, resource plans, pricing, margins, assumptions, dependencies, milestones, acceptance criteria, and change controls

• Apply risk-based governance to identify gaps, mitigate risks, resolve ambiguities, confirm delivery readiness, and ensure appropriate ownership of approvals and actions

• Lead client feedback, escalations, lessons learned, and recovery efforts, driving accountability, transparency, timely resolution, and continuous improvement

• Support strategic pursuits, proposal reviews, renewals, service expansions, and transitions from project-based work to managed services

• Own assigned P&Ls, including revenue, costs, margins, forecasting accuracy, backlog, billing, revenue recognition, delivery risk, and overall client outcomes

• Monitor project and financial performance, ensuring accurate project data, reporting, budgets, forecasts, billing schedules, and driving corrective action to protect margins and client confidence

• Partner with Finance, Project Management, Resourcing, and Branch Leadership to strengthen project setup, fixed-fee discipline, forecasting, revenue recognition, delivery handoffs, capacity planning, recruiting, and resource utilization

• Lead, coach, and develop team members through onboarding, feedback, career planning, succession planning, and capability development while fostering a culture of accountability, collaboration, continuous learning, innovation, and responsible AI adoption

What You Bring:

• 10+ years of professional experience in a consulting, managed services, technology services, or client-facing IT environment

• Progressive experience in IT consulting, project delivery, client success, solution governance or a related environment, including people leadership

• Experience governing complex technology projects from discovery and solutioning through delivery, escalation and transition

• Strong knowledge of SOWs, WBS, estimation, assumptions, change control, project financials, fixed-fee and time-and-materials models, and commercial risk

• Proven financial acumen across revenue, cost, contribution margin, forecasting, backlog, utilization, pricing and variance management

• Ability to build trust with executive, business and technical stakeholders and lead difficult conversations with clarity and confidence

• Strong cross-functional judgment, communication, facilitation, negotiation, organization and decision-making skills

What Makes You Extra Awesome:

• PMP, ITIL, consulting, financial or relevant technical certifications are assets

Why Work at Long View?

• Great people and culture

• Interesting work - Be part of exciting projects while accessing all the latest technologies

• Flexible environment - A workplace that values the importance of flexibility for personal/professional growth, happiness and wellness

• Fun is one of our core values